Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques

Albayrak, Tahir; Caber, Meltem

doi:10.1016/j.tourman.2014.06.009

Cited by 161 publications

(162 citation statements)

References 62 publications

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“…Specifically, in the hotel sector, IPA has been widely used to investigate hotel service and amenities (Wilkins, 2010), hotel technologies (Beldona & Cobanoglu, 2007), job satisfaction (Pan, 2015), monitoring customer satisfaction (Albayrak & Caber, 2015;Martin, 1995), hotel performances and service quality (Ho, Feng, & Yen, 2014), in the context of crisis management (Israeli, Mohsin, & Kumar, 2011) and corporate social responsibility effectiveness of hotels (Tsai, Tsang, & Cheng, 2012).…”

Section: Importance-performance Analysis (Ipa)mentioning

confidence: 99%

An Importance Performance Analysis of smartphone applications for hotel chains

Chen

Murphy

Knecht

2016

Journal of Hospitality and Tourism Management

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a b s t r a c tThe proliferation of smartphone ownership and mobile travel bookings has persuaded hoteliers to develop mobile strategies and develop applications (apps). To investigate the customer perception of these apps, a two-stage methodology was applied that identifies the available features and functions on 20 hotel chain apps. Next, the importance and performance of these 51 identified features and functions are then rated and analysed using the Importance Performance Analysis (IPA) framework. Most of the features and functions under "Reservation Information" and "Hotel Information" are commonly available, and are rated high in importance and performance, which is located in Quadrant two, "Keep up the good work". "At Hotel Functions" are not commonly available, but rated important by customers, thus placed in Quadrant one, "Concentrate here". Thus, IPA highlights specific, exclusive opportunities for hotels to engage via apps with customers during their stay.

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Section: Importance-performance Analysis (Ipa)mentioning

confidence: 99%

An Importance Performance Analysis of smartphone applications for hotel chains

Chen

Murphy

Knecht

2016

Journal of Hospitality and Tourism Management

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“…Lee, Jeong, & Choi, 2014) along with guest satisfaction (e.g. Abbasi, Khalid, Azam, & Riaz, 2010;Albayrak & Caber, 2015;Zhou, Ye, Pearce, & Wu, 2014) and guest loyalty (e.g. Enriquez-Magkasi & Caballero, 2014;Kandampully & Suhartanto, 2000;Malik, Naeem, & Nasir, 2011;Wilkins, Merrilees, & Herington, 2009).…”

Section: Introductionmentioning

confidence: 99%

“…As such, many researchers interested in accommodation-related issues have tended to concentrate on identifying and ranking hotel attributes (e.g. Albayrak & Caber, 2015;Choi & Chu, 2001;Huertas-Garcia, Laguna García, & Consolación, 2014;Mccleary, Weaver, & Hutchinson, 1993;Stumpf, Park, & Kim, 2014). In doing so, researchers have applied various consumer theories to different lodging categories including budget properties (Nash, Thyne, & Davies, 2006;Zhang, Ren, Shen, & Xiao, 2013), luxury accommodation (Chen & Peng, 2014;Ekiz, Khoo-Lattimore, & Memarzadeh, 2012;Khoo-Lattimore & Ekiz, 2014;Lau, Akbar, & Yong, 2005;Mohsin & Lockyer, 2010), apartments and bed and breakfasts (Chen, Lin, & Kuo, 2013;dos Santos, Chaves, & Pedron, 2014;Jones & Guan, 2011), but researchers have tended not to examine how these types of accommodation are suited to particular types of guests, such as women engaged in leisure-travel.…”

Section: Introductionmentioning

confidence: 99%

Understanding women's accommodation experiences on girlfriend getaways: a pragmatic action research approach

Khoo‐Lattimore

Gibson

2015

Current Issues in Tourism

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In the realm of women's travel, while the accommodation experiences and preferences of female business travellers have been investigated, little is known about the female leisure-traveller in this regard. This study investigates one of the growth sectors in women's travel -girlfriend getaways (GGAs), which are holidays taken by females with other females. An action research approach was employed to explore the accommodation needs of all these female travel groups in the Malaysian context. Using a five-stage approach which included in-depth interviews, a hotel stay for three groups of women on a GGA, focus groups and secondary data analysis, four themes were identified. These themes address feminine comforts, facilitating friendship, safety, and shopping and the use of discount promotions with GGA. Findings suggest that the needs of female leisure-travellers are distinct from those of women who travel on business. Recommendations for hotel management are made to enhance the GGA experience for women, notably providing spaces and activities to facilitate female bonding.

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“…In improving the quality of attributes, because of limited resources, researchers suggest that resource allocation decisions should be made based on the priority assessment of attributes [51]. There are various attribute-level techniques to identify improvement priorities.…”

Section: Analysis Techniques For the Priority Assessment Of Attributesmentioning

confidence: 99%

“…The three-factor theory of customer satisfaction, first proposed by Kano [63] and improved by other scholars [59,64], indicates that satisfaction is not a unidimensional concept, and the reverse side of dissatisfaction is not necessarily satisfaction [51]. Based on this theory, attributes can be categorized into three groups according to their asymmetric impacts, which are basic factors, performance factors, and excitement factors ( Figure 2).…”

Section: Analysis Techniques For the Priority Assessment Of Attributesmentioning

confidence: 99%

Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dandong, China

Xian

Shao

2020

Sustainability

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In the process of urbanization and globalization, urban conservation reinforces the links among past, present, and future, which enhances local identity and is indispensable for urban sustainability. The concept of Historic Urban Landscape (HUL), as both a notion and an approach, has been playing an increasingly important role in urban conservation discourse. Prioritizing actions is one of the pivotal procedures to perform the HUL approach. Instead of simply focusing on values selected and graded by experts, more attention should be paid to local residents' satisfaction. A collaborative approach involving communities to prioritize actions in urban conservation and regeneration is proposed. Using the data from residents in the old town of Dandong, China, this study pioneers the application of the Asymmetric Impact-Performance Analysis (AIPA) technique in the urban conservation field. HUL attributes are categorized into basic factors, excitement factors, and performance factors based on their potential asymmetric impact on residents' satisfaction. By taking performance levels of the attributes into consideration, this study further identifies improvement priorities for HUL, which helps planners and city managers to make rational choices in managing historic cities.As the link between history and present, urban heritage is an integral component of local identity. Urban heritages together with the memories and associations inherent in them are the evidence that addresses how urban landscape has been continuously shaped and changed [4]. Both tangible and intangible urban heritage are precious and have the potential to be drivers of social cohesion and urban regeneration [5].Urban conservation has been a focus in urban planning, architecture, and other related fields since it was developed after the French Revolution [2]. Along with the evolution of this idea, the motivations for conservation have been changing over time. Urban conservation has gone through "Antiquarian Bias", "Commemorative Bias", and "Aesthetic Bias" in both academia and practice during the past three centuries, while a new bias is emerging in the 21st century which focuses on the relationships between different things, as well as between things and people, rather than things themselves [6]. This current trend is to see the human environment as a cultural landscape with an intention to manage it within the landscape discourse, which is called "Ecological Bias". From this holistic view, urban conservation and urban development are no longer incompatible with each other, since their joint aim is to enhance the human environment and allow communities to prosper. It has become increasingly clear that urban conservation is a key resource and an indispensable part of urban sustainability [7].The culmination of this new trend came in 2011 when Recommendation on the Historic Urban Landscape was declared [1] and commonly accepted. The concept of Historic Urban Landscape (HUL) was first set out at a UNESCO conference in Vienna in 2005 [8], thus HUL, as a new a...

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Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques

Cited by 161 publications

References 62 publications

An Importance Performance Analysis of smartphone applications for hotel chains

An Importance Performance Analysis of smartphone applications for hotel chains

Understanding women's accommodation experiences on girlfriend getaways: a pragmatic action research approach

Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dandong, China

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